Four A’s of An Apology

Four A’s of An Apology

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a sappy card.   Then life went back to normal. For companies, fixing a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify whatever wrong...
Sorry Seems to be the Hardest Word

Sorry Seems to be the Hardest Word

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a heartfelt card.  Then life went back to normal. And for companies, rectifying a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify...
The Brand is Leadership. Leadership is the Brand.

The Brand is Leadership. Leadership is the Brand.

I was on a FOX Business interview when the anchor, Melissa Francis, ran a little role-playing exercise with me:  “It’s three o’clock in the morning and your phone rings. It’s the Republican Party and they want to know what they can do to change their brand for...
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